Dear Benita [redacted], I have received your letter detailing a customer complaint that was submitted to you on 8/15/with ID number [redacted]As Ms[redacted] states in her letter, during her previous stay with us on 4/25/16, she admits to having 'kids adults the kids swim sang happy birthday n
left'Her reservation only listed two adults as the registered occupants of her room and the six children were therefore unregistered guests on-propertyAny pool party must be approved by management in advance as wellMs[redacted] was made aware of our hotel policies upon chewhen she signed our registration card, as every guest is required to do, where she agreed to be held responsible for damage to our property as well as the fact that use of our facilities is for registered guests onlyAny use of our facilities by unregistered guests, especially when damage is caused by them, is grounds for immediate eviction without a refundIn these instances, guest names are entered onto a Do Not Rent list so as to protect our business from future infractionsOur registration card also indicates, and the guest agrees to upon signing, that they "understand the management of this property reserves the right to refuse service to anyone." While Ms[redacted]'s credit card on file at the time of her reservation in April was not charged for damages and she was not evicted from the property without a refund, she was placed on our Do Not Rent list for allowing unapproved access by unregistered guests to our pool facilities and having a party in our pool area that was not approved by managementWe in management understand that this may be difficult for her to come to terms withWe, being in this position of maintaining order in our place of business, enforcing our policies and procedures so as to prevent future infractions, and having the difficult task of relaying these decisions to guests, do not go about these tasks lightlyBut our position on this matter is such and we feel we have made the correct oneAs Ms[redacted] states in her complaint, this was all explained to her by Briana, one of our front desk agents, as well as Cristina, our [redacted]The same information was detailed for her in the case that she created within our corporate guest relations departmentWe greatly feel that this information has been explained to her ad nauseum and consider the matter now closedBest Regards, Patrick [redacted]
Dear Benita [redacted], I have received your letter detailing a customer complaint that was submitted to you on 8/15/with ID number [redacted]As Ms[redacted] states in her letter, during her previous stay with us on 4/25/16, she admits to having 'kids adults the kids swim sang happy birthday n
left'Her reservation only listed two adults as the registered occupants of her room and the six children were therefore unregistered guests on-propertyAny pool party must be approved by management in advance as wellMs[redacted] was made aware of our hotel policies upon chewhen she signed our registration card, as every guest is required to do, where she agreed to be held responsible for damage to our property as well as the fact that use of our facilities is for registered guests onlyAny use of our facilities by unregistered guests, especially when damage is caused by them, is grounds for immediate eviction without a refundIn these instances, guest names are entered onto a Do Not Rent list so as to protect our business from future infractionsOur registration card also indicates, and the guest agrees to upon signing, that they "understand the management of this property reserves the right to refuse service to anyone." While Ms[redacted]'s credit card on file at the time of her reservation in April was not charged for damages and she was not evicted from the property without a refund, she was placed on our Do Not Rent list for allowing unapproved access by unregistered guests to our pool facilities and having a party in our pool area that was not approved by managementWe in management understand that this may be difficult for her to come to terms withWe, being in this position of maintaining order in our place of business, enforcing our policies and procedures so as to prevent future infractions, and having the difficult task of relaying these decisions to guests, do not go about these tasks lightlyBut our position on this matter is such and we feel we have made the correct oneAs Ms[redacted] states in her complaint, this was all explained to her by Briana, one of our front desk agents, as well as Cristina, our [redacted]The same information was detailed for her in the case that she created within our corporate guest relations departmentWe greatly feel that this information has been explained to her ad nauseum and consider the matter now closedBest Regards, Patrick [redacted]